Home ›
Glossary › What Is NPS and Does It Matter for UK SMEs?
Business Glossary
What Is NPS and Does It Matter for UK SMEs?
Net Promoter Score (NPS) is a customer loyalty metric based on one question: “How likely are you to recommend us?” Respondents score 0–10. Promoters (9–10) minus Detractors (0–6) gives the NPS. Increasingly relevant for growth-minded UK SMEs.
The Formula
NPS = % Promoters − % Detractors (Passives scoring 7–8 are excluded)
Worked Example — UK SME
A UK professional services firm surveys 80 clients. 36 score 9–10 (Promoters: 45%). 12 score 0–6 (Detractors: 15%). NPS = 45 − 15 = 30. Above 30 is considered good. Above 50 is excellent.
UK Benchmark
📊 UK B2B NPS benchmarks: Consulting 35–55, Accountancy 25–45, Software/SaaS 30–50. NPS is most useful as a trend metric — improving from 25 to 40 over two years indicates genuine customer experience improvement.
Common Questions
Should a small UK SME bother with NPS?
Yes, if you have at least 20–30 customers to get meaningful data. Even a simple ‘would you recommend us?’ question tracked over time reveals whether customer experience is improving or deteriorating.
How do I improve NPS?
Start by understanding why Detractors scored you low — ask them directly. Common UK B2B issues: slow response times, inconsistent quality, poor communication during problems. Fix specific issues Detractors cite.
Is NPS a reliable metric?
It is an indicator, not a definitive measure. Its value depends on response rates (below 20% is unreliable) and honest responses. Pair NPS with follow-up qualitative questions to understand the reasons behind scores.
Calculate this for your own business
The LumixAI Full AI Report does this automatically.
Open Full AI Report →Related terms